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A-4 Appendix – Things to Remember & Lab Exercises

Using the ShoreTel Call Manager Features – Student Guide

• Agents can be alerted when thresholds for wait-time and number of

callers waiting are exceeded.

• The Workgroup Voice Mailbox is only accessible from the Voice Mail

viewer. Only personal voice mail messages appear in Outlook.

• If given permission, agents can pickup calls directly from queue,

irrespective of the caller’s position in the queue.

• The Workgroup Supervisor Call Manager allows real-time monitoring of

agents and provides caller information, agent login and logout state and

wrap-up status.

• Supervisors can set alert thresholds for maximum wait time and number

of callers in queue.

• Supervisors can change the state of each agent and workgroup call

handling parameters as needed.

• Supervisors can activate the Silent Monitoring, Barge In, and Call Record

features using the Agent Monitor window.

• Operators, using the Operator Call Manager, can instantly access call

status, call handling modes, and call notes for every user on the system

to route calls more professionally and quickly.

• Operators can use the “Hands Free” mode with a headset and keyboard

shortcuts.

• If an operator is assigned to a workgroup then the Operator Call Manager

includes all the features of the Workgroup Supervisor Client.

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ShoreTel ShoreWare Spezifikationen Seite 64